Service Desk Analyst

Description

HCLTech is hiring a Service Desk Analyst to work with clients directly over the phone and using remote software. The analyst will monitor and respond to end user reported incidents and service requests. Available locations: Bengaluru.

Responsibilities

• Work with our Service Desk, Documentation, Remote Monitoring/Management, and all other system software to accept and resolve L1 and L2 service requests, incidents, and problems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.

Requirements

• Phone support experience necessary.
• ITIL knowledge of V3 or V4.
• Technical helpdesk experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.